Support Ticket deleted

Ben Wortley

• November 02, 2021 19:50

I was having trouble with making a section global.  I opened a support ticket and then was asked to reply to a private ticket with my log in details but it appears to have been deleted.

Is this a common thing if the issue can't be resolved or was there just a glitch in the matrix?

Thanks

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  Alex

  • November 02, 2021 21:36

  Hi Ben,

  It is more likely to be a glitch in the matrix than to have been deleted by someone because it cannot be solved :).

  Do you have a ticket id? Was the conversation saved in your email? Could you please send us some screenshots? Did you create that ticket using this account? Because I really don't see any recent tickets in your account.

   

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  Ben Wortley

  • November 03, 2021 08:53

  Hi

  This is the ticket 

  https://support.brizy.io/hc/en-us/requests/13829

  Thanks

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  Permanently deleted user

  • November 03, 2021 09:13

  Hi Ben,

  Your ticket is not closed. My colleague Natalia replied to you and she asked to give her the admin role for your dashboard. You did not send yet any reply to that ticket. As you can see in this screenshot, the ticket is not closed but it is pending waiting for your replay. So, please give us the admin role so we could check your problem.

  Best regards, Nelea.

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  Ben Wortley

  • November 03, 2021 09:19

  Hi Nelea, I don't appear to be able to access that ticket anymore however, I've changed your user role from Editor to Admin

  Are you able to reply to this thread regarding any updates please?

  Thanks

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  Permanently deleted user

  • November 03, 2021 10:01
  • Edited

  Hi Ben,

  Thank you. Soon my colleague will check your project. 

  If I have any other questions i will let you know.

  Best regards, Nelea.

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  Ben Wortley

  • November 03, 2021 14:26

  HI Nelea

  I see your colleague was logged in and having a look.  Did they find a fix?

  Thanks

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  Permanently deleted user

  • November 03, 2021 15:42

  Hi Ben,

  After they will fix the error they will send an email and tell you what was the problem. I see that you did not receive an email, so I think they are still working.

  Best regards, Nelea.

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  Ben Wortley

  • November 04, 2021 10:10

  Hi, any luck with a fix?

  Thanks

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  Permanently deleted user

  • November 04, 2021 11:54

  Hi Ben,

  The ticket is still open, one of my colleagues from another department will check your ticket too. Please have patience, unfortunately, at the moment they have many tickets to solve. For sure they will check your ticket too.

  Best regards, Nelea.

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  Ben Wortley

  • November 09, 2021 12:35

  Hi Nelea

  Is there any further progress on this?

  Thanks

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  Permanently deleted user

  • November 09, 2021 12:43

  Hi Ben,

  My colleague Natalia answered you 4 days ago, please check your email (maybe spam).

  I will paste her replay here :

  ,,We managed to inspect the global saving issue and the problem is that, in your dashboard, the php_fileinfo extension is not enabled. You can find here - https://support.cpanel.net/hc/en-us/articles/1500000107181-How-do-I-install-Fileinfo-  how to enable this extension. Or, please contact the hosting provider and ask them to enable it for you. ,,

  Best regards, Nelea.

   

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